Senior Executive (Seller Excellence)

Overall Job Description:

NTUC FairPrice is seeking a strategic, analytical, and highly structured Senior Executive, Seller Excellence to join our Seller Excellence team under the e-Commerce.Reporting directly to the Seller Excellence Manager, this specialist role is dedicated strictly to driving platform enablement, building comprehensive seller education ecosystems, and systematically managing seller experiences to protect platform retention. The ideal candidate will build and scale our Seller University, serve as the Voice of the Seller (VoS) by analyzing merchant feedback for engineering/product teams, and execute data-driven Proactive Performance Coaching to prevent SLA breaches.

Primary Responsibilities:

1. Seller Training, Onboarding & Education (Seller University)

• SOP and Training Management: Design, maintain, and run Seller University, producing clear step-by-step guides and video learning aids for Marketplace Sellers / Retail Resale Suppliers.
• Webinar Execution: Host live seller training webinars and interactive walkthroughs to drive rapid adoption of newly launched features and critical mobile applications (e.g., teaching sellers how to utilize the new Mobile Picker App for PFC and FFS workflows).
• Launch Announcements: Draft clear, partner-friendly announcements to inform sellers/suppliers on business/operational updates

2. Voice of Seller (VoS) & Pain Point Analysis

• Systematic Feedback Aggregation: Proactively monitor and extract qualitative feedback, system glitches, and process pain points reported by sellers to identify chronic user experience gaps.

3. Proactive Performance Coaching & SLA Safeguarding

• Operational Metrics Analysis: Keep a pulse on merchant performance datasets—specifically tracking Order Cancellation Rates, Out-of-Stock (OOS) frequencies, and Ship-on-Time (SLA) parameters.
• SLA Intervention & Coaching: Actively identify and contact underperforming merchants, diagnosing warehouse bottlenecks and providing step-by-step operational recommendations to help them recover before hitting system penalty or de-activation thresholds.

4. Ad-Hoc Process Improvement

• Complete other reasonable, non-frontline operational and process optimization projects as assigned by the reporting officer to support overall ecosystem growth.

Job Requirements

Job Specifications/Competencies:

• Degree in Business, Process Operations, Supply Chain, or a related commercial field is preferred.
• Strong hands-on capability in Microsoft Excel / Google Sheets (handling formulas, data structuring, and performance tracking) and Microsoft PowerPoint. Direct experience operating with e-commerce portals.
• Highly comfortable looking at complex merchant performance sheets and drawing data-backed operational conclusions into actionable coaching plans.
• Outstanding verbal and written communication skills. Proven experience designing structured training materials and delivering professional webinars to external suppliers.
• Exceptionally structured, empathetic to seller workflows, resourceful, and possessing strong grit to navigate agile platform transitions.